Managed Recoveries Team Leader

JLA Limited; Ripponden; Hybrid; GBP 38,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave

Company pension

Free onsite gym access

Cycle-to-work scheme

Refer a Friend bonus up to £1,000

Job summary

JLA Limited in the United Kingdom is seeking an experienced Debt Collection Team Lead to manage and coach a debt-collection operation. You will drive recovery, oversee 3rd party collections and solicitor management, and ensure performance against KPIs while complying with debt-recovery laws.

You will collaborate with Finance, Sales, Customer Service and Legal colleagues to resolve disputes, implement process improvements, and report on aged debt, DSO, and team productivity.

Qualifications

• Experience in debt collection or credit control.
• Experience leading or supervising a team.
• Strong people management and leadership skills.
• Excellent negotiation and conflict resolution abilities.
• Strong communication and customer service skills.
• Analytical thinker with experience using collection or CRM systems.
• Proficient in Microsoft Excel and reporting tools.
• Strong organizational and time management skills.

Responsibilities

• Lead, coach, and motivate the debt collection team.
• 3rd Party Debt collections & Solicitor Management.
• Monitor daily collection activity and team performance against KPIs.
• Allocate accounts and prioritize high-risk or overdue debts.
• Handle complex, high-value, or escalated collection cases.
• Develop collection strategies to improve recovery rates.
• Ensure compliance with applicable debt collection laws, regulations, and company procedures.
• Produce regular reports on collections, aged debt, and team performance.
• Liaise with Finance, Sales, Customer Service, and Legal teams to resolve disputes.
• Identify process improvements to increase efficiency and customer outcomes.
• Conduct performance reviews, training, and quality assurance.
• Managing Field Sales Collection Agents with onsite visits.

Skills

Debt collection

Team leadership

People management

Negotiation

Communication

CRM systems

Excel

Time management

Organisational skills

Analytical skills

Job description

JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.

The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.

When you join the JLA family, you'll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counseling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!

Key Responsibilities

• Lead, coach, and motivate the debt collection team.
• 3rd Party Debt collections & Solictor Management.
• Monitor daily collection activity and team performance against KPIs.
• Allocate accounts and prioritize high-risk or overdue debts.
• Handle complex, high-value, or escalated collection cases.
• Develop collection strategies to improve recovery rates.
• Ensure compliance with applicable debt collection laws, regulations, and company procedures.
• Produce regular reports on collections, aged debt, and team performance.
• Liaise with Finance, Sales, Customer Service, and Legal teams to resolve disputes.
• Identify process improvements to increase efficiency and customer outcomes.
• Conduct performance reviews, training, and quality assurance.
• Managing Field Sales Collection Agents with onsite visits.

Key Performance Indicators (KPIs)

• Reduction in aged debt.
• Days Sales Outstanding (DSO).
• Team productivity
• Compliance and complaint levels.

Criteria

Essential (attributes required for candidate to be considered)

Desirable (attributes can be trained or developed)

Knowledge, skills and experience

• Previous experience in debt collection or credit control.
• Experience leading or supervising team.
• Strong People Management Skills.
• Strong negotiation and conflict resolution skills.
• Excellent communication and customer service abilities.
• Analytical skills with experience using collection or CRM systems.
• Proficient in Microsoft Excel and reporting tools.
• Strong organizational and time management skills.